IVR Customer Surveys
Automated customer surveys are set up as an IVR (Interactive voice response) and people invited to take part in the survey call a non-geographic number and through a series of prompts can leave answers to questions or can use their touch tone telephone to key in their answers.
For details on non-geographic numbers, please click here
IVR customer satisfaction surveys work well and there are compelling reasons why they are becoming popular:
- Customers can call the number and go through the survey at their convenience
- Customers like being anonymous
- The survey has a pre-determined length (this needs to be specified in the request to take part in the customer satisfaction survey or at the beginning of the recorded message)
- They are very inexpensive to run
- There are never any grey areas in the outcomes
- Details are recorded on files that can be emailed to you or downloaded to Leadline for transcription and analysis - click here for transcription services and prices
There are reasons why some companies don't like them:
- Totally impersonal
- Surveys don't always get fully completed
- People try to disguise voices in answering open questions making it difficult to decipher what has been said - these would be regarded as spoilt
It's your call. You know your customers and whether they are likely to respond to this type of customer satisfaction monitoring. An incentive usually helps!
